At a Glance
- Tasks: Lead a team to deliver top-notch customer service across various channels.
- Company: Join the DVSA, making roads safer and improving services for everyone.
- Benefits: Enjoy a competitive salary, full-time hours, and a supportive work environment.
- Other info: Great career growth opportunities in a dynamic and inclusive workplace.
- Why this job: Be a key player in enhancing customer experiences and developing your leadership skills.
- Qualifications: Strong leadership skills and a passion for customer service are essential.
The predicted salary is between 30485 - 30485 £ per year.
Are you an influential leader with a passion for customer service? Do you enjoy coaching and developing others to reach their full potential? If so, we are looking for a Customer Service Centre Team Leader to join us at the Driver and Vehicle Standards Agency (DVSA) and we would love to hear from you.
The Driver and Vehicle Standards Agency (DVSA) helps keep Britain moving, safely and sustainably. We do this by helping people through a lifetime of safe and sustainable journeys, helping them keep their vehicles safe to drive, and protecting them from unsafe drivers and vehicles.
We’re working hard to:
- Make roads safer
- Improve services for our customers
- Make road transport greener and healthier
- Harness the potential of technology and data
- Grow and level up the economy.
The Customer Service Centre Telephony Team Leader is responsible for achieving targets and service level agreements within the Customer Service Centre (CSC). You will manage a team and ensure they deliver a high quality service across the various products handled by the CSC using a range of channels including calls, emails, social media, web chat and paper applications. Regular feedback on performance is required to ensure standards are adhered to.
Your responsibilities will include, but aren’t limited to:
- Managing people and performance using CSC and agency guidance.
- Taking ownership of team and individual development by identifying capability needs and consistently achieving development objectives.
- Confidently handling challenging conversations or interviews.
- Investigating and responding to customer complaints within agreed timescales and standards.
- Ensuring that levels of service are maintained and flagging up risks or concerns to meet customer requirements.
- Recognising, respecting and rewarding the contribution and achievement of others.
- Monitoring team performance against targets and service level agreements and taking appropriate action to ensure that performance is maintained.
Great line management is important to us as an organisation, and we will equip and support line managers to develop the skills they need. We aim to empower line managers to create teams where people can flourish and deliver excellent outcomes for the public.
Proud member of the Disability Confident employer scheme.
Customer Service Centre (CSC) Telephony Team Leader x 2 in Swansea employer: Career Choices Dewis Gyrfa Ltd
The Driver and Vehicle Standards Agency (DVSA) is an exceptional employer that prioritises employee development and a supportive work culture. As a leader in the government sector, we offer competitive pay, a commitment to diversity and inclusion, and opportunities for personal and professional growth, all while contributing to the safety and sustainability of Britain's transport system.
Contact Details:
Career Choices Dewis Gyrfa Ltd Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Centre (CSC) Telephony Team Leader x 2 in Swansea
✨Tip Number 1
Get to know the company! Research the Driver and Vehicle Standards Agency (DVSA) and understand their mission. This will help you tailor your conversations during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your leadership skills! Think about examples from your past where you've successfully managed a team or handled challenging situations. Be ready to share these stories during your interview to demonstrate your capability as a Team Leader.
✨Tip Number 3
Network like a pro! Connect with current or former employees of the DVSA on LinkedIn. They can provide insider tips and might even give you a heads-up about the interview process or what the team is really like.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the DVSA and contributing to their mission of making roads safer.
We think you need these skills to ace Customer Service Centre (CSC) Telephony Team Leader x 2 in Swansea
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight how your skills and experiences align with the role of a Telephony Team Leader. We want to see how you can contribute to our mission of improving customer service and making roads safer.
Showcase Your Leadership Skills:As a potential leader, it’s crucial to demonstrate your ability to manage and develop a team. Share examples of how you've successfully coached others or handled challenging situations in the past. We love hearing about your experiences!
Be Clear and Concise:When writing your application, keep it straightforward and to the point. Use clear language to convey your thoughts, as this reflects your communication skills—an essential part of the role. Remember, we appreciate clarity!
Apply Through Our Website:Don’t forget to submit your application through our official website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Career Choices Dewis Gyrfa Ltd
✨Know Your Stuff
Make sure you understand the role of a Customer Service Centre Telephony Team Leader inside out. Familiarise yourself with the DVSA's mission and values, and think about how your experience aligns with their goals. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully managed teams in the past. Think about specific situations where you coached someone to success or handled a challenging conversation. This will demonstrate your ability to lead and develop others, which is crucial for this role.
✨Be Ready for Scenario Questions
Expect to be asked how you'd handle various customer service scenarios. Practice responses to common situations, like dealing with difficult customers or managing team performance issues. This will help you think on your feet during the interview and show that you can maintain high service standards.
✨Ask Insightful Questions
Prepare thoughtful questions to ask at the end of your interview. Inquire about the team's current challenges or how success is measured in the role. This not only shows your interest but also gives you valuable insights into the company culture and expectations.
